Board Connect

You said: The Curo side of the buying process was good, but solicitors introduced delays. It would have been helpful to know buyers could use the same solicitor as Curo (providing each party had a different case worker). Curo should provide this information ahead of the buying process. 

We did: It’s not best practice to use the same solicitors, although it may be permissible for the seller and buyer to use conveyancing solicitors from the same firm, both parties need to ensure there is no conflict of interest and appropriate safeguarding requirements are met. Appropriate safeguarding, ie different solicitors and office acting for each client to ensure protection of each client’s confidential information, the solicitor must be satisfied that it is reasonable in all circumstances and agree to act for both parties. If a conflict-of-interest situation arises at some point in the transaction, it would not be ideal to be part way through purchasing and to then be told that they have to find a new solicitor as this would result in delays and wasted costs.  However, we do suggest using a panel solicitor who specialises in shared ownership to all customers on reservation. A panel solicitor provides the customer a more efficient and uncomplicated process with regards to Title, conveyance plans etc.

You said: Curo should make it clear on who is responsible for shared ownership and provide a focal point for ease of communication. 

We did: New Shared Ownership Resident Engagement Group to be launched, focussing on shared ownership customers and working with them to support them and make them feel part of the Curo community.

You said: Curo needs better structure around the middle layer for communication as it’s proving a sticking point for most. Things only seem to be resolved when escalated to senior levels. 

We did: Colleagues in the commercial team now have patches and a dedicated colleague name is identified as the property manger for said areas. These will be communicated to our shared ownership customers.

You said: Curo should review how it publicises Mutual Exchanges, and consider how it can incentivise these (including whether it can offer decluttering services to help people move who have been in their home for a long time). 

We did: A wider piece of work is under way looking at right sizing and involving lettings colleagues and also using the LA housing waiting lists.

You said: When developing new standards for homes, and processes around customer requests for home improvements, Curo should consider how homes can be made as flexible as possible to accommodate customers’ changing needs. Curo should also work with the local authorities to better understand the needs of people on their housing registers. 

We did: Policies linked to this are being reviewed and also these ‘extra spaces/rooms’ are taken in to account when letting the property.

You said: Curo should work with the local authorities to better understand the needs of people on their housing registers. 

We did: A wider piece of work is under way looking at right sizing and involving lettings colleagues and also using the LA housing waiting lists.

You said: Curo should consider whether it can further reduce the amount of time that homes are empty before they can be let again. 

We did: Through the work of the team and a review of re let processes, we have reduced the void time on minors to 23 days and majors to 50 days and reducing.

You said: Curo should consider how it educates customers about damp and mould, and how customers can help to prevent this. 

We did: We have published customer led videos on this subject and also have a designated damp and mould team.

You said: Reviews of repairs and/or maintenance should consider routine gutter clearance and/or maintenance, to prevent damp issues in homes. 

We did: The Repairs review is currently underway.

You said: When developing the new shared spaces and homes standards, Curo should consider how they can support customers to feel more proud about where they live. 

We did: This will be addressed in the housing management strategy and the community development strategy.